CSRC Program Analyst

Description

CSRC Program Analyst

Location: Remote, USA
Employment Type: Full-Time
Compensation: $90,000.00 - $ (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The CSRC Program Analyst plays a pivotal role in optimizing operational processes, streamlining communications, and assisting in the delivery of seamless and innovative solutions within Customer Support & Remote Consulting (CSRC) to enhance customer experience. This individual will report to the Senior Manager of CSRC Programs and will assist in gathering and analyzing data, identifying trends, and collaborating cross-functionally to drive efficiency and effectiveness within our customer-facing business units.

The Analyst will be embedded in the organization and work with key leaders to ensure alignment and continuity amongst different functional programs within CSRC.

Primary Duties and Responsibilities

• Support the CSRC Programs change management strategy by overseeing change records in Atlassian (Jira) or other assigned platforms, facilitating communication with targeted stakeholders, and conducting readiness workshops or training sessions to ensure successful adoption.
• Support CSRC Programs communication and project efforts, including but not limited to, supporting communication matrix strategies, designing project status dashboards for leadership updates.
• Oversee the administration of CSRC SharePoint sites and Confluence pages, including but not limited to, partnering with page owners on content management, managing site permissions, compliance with governance policies, and delivering monthly or quarterly site updates.
• Collaborate closely with teams within CSRC to provide support for various customer-focused projects and initiatives, assisting in progress planning, execution, and evaluation.
• Work collaboratively with cross-functional teams external to CSRC to support operational improvements and ensure alignment/coordination of customer-related activities.
• Generate comprehensive reports that analyze operational data using Kantata, Salesforce, Service Now, and CSRC contracting, focusing on delivering actionable insights and recommendations to senior leadership. Key responsibilities include compiling monthly performance dashboards and conducting in-depth ad hoc analysis for quarterly business reviews.
• Support contract enablement by managing the SOW workflow process within Microsoft Planner and Service Now, including but not limited to, updating SOW statuses in Docusign, requesting and activating project codes in Kimble, addressing invoicing inquiries, handling reporting requests from partners and customers, and processing project code closures.
• Assist the Partner Success team in coordinating and managing Partner Technical Webinars, including scheduling presenters, handling logistics, distributing post-event materials and recordings, and analyzing attendance and webinar results.

Required Education and Experience

• 3+ years of experience supporting VP+ level leaders with operational efficiency items.
• Experience with project management tools, such as MS Project or similar.

Preferred Education and Experience

• 1-2 years of relevant EPM/CPM or project management work experience.
• A professional accounting designation (e.g. CPA, CMA, CGA, CA), advanced degrees (MBA, MFA), and/or other professional designations or certifications (applicable to accounting/finance and information technology).
• Strong analytical and reporting skills, including experience with Power BI or comparable BI tools, advanced Excel, and synthesizing data from systems like One Stream, Kantata, Salesforce, and Service Now.
• Proven experience in operations management, project management, change management, or a related role, preferably within the technology industry.

Knowledge, Skills, and Abilities

• Ability to communicate succinctly and effectively with Sr. Leaders and Executives, both orally and in writing.
• Presentation and public speaking skills.
• Ability to synthesize data and insights and propose remedial plans to enhance efficiency.
• Effective time management and organizational…